internet billing

As of now, when you plugged in the modem and router, what was the status of the LED light on the modem? https://www.koodomobile.com/en/help/understanding-your-modem-and-router?

As well, I assume your coaxial port is connected and it worked in the past?

The lan light is red while the DS and US is green.The online light is not showing.On the router?there is only a red light on the internet.

yes the coaxial port is connected.

Just to confirm, have you received the activation email yet?

If the DS and US is green, there is a signal connection to the server, but they couldn’t setup proper activation (RED LAN)

I haven’t gotten any activation email

That might be the issue, you would have to wait for it to start using the internet. 

Let me flag a rep to see if they can provide more information.

Thank you,

Hi ​@Michaelss 

We have looked into it and we have been unable to identify an account based on your community profile.

Are you using the same email address here on the community as the one you used to sign up for Koodo Internet? (Please do not post it here as it is  public forum)

No,the email is M***@***.com

​@Michaelss We have edited your post as it is a public forum and it was visible to everyone.

Will you please log into your community account using your self serve account? You will find the Login via self serve option in the community login page.

I just did that now,am using my self serve account now

So what step is being taken?.

​@Michaelss 

Unfortunately, we couldn’t access the details on our end, will you please log out from the community using the community profile ​@Michaelsss and log back in using incognito mode? Please select the Login via self serve in the community login page as in the screenshot below.

Thank you!

Done

Thank you, it worked!

The support team will try to get in touch as soon as possible.

Are you available on the phone number ending in *30?

If it is a different one, let us know and we will  send you a PM to confirm the contact number.

Am available on the number that ends 30

Am still waiting for the support team and please if it will take time,I will love to cancel the wifi so I can return the modem and router with the previous one I was asked to return.

Hi ​@Michaelsss, we’ve requested the Internet team follow up with you, they’ll be in touch as soon as possible but it may take some time, depending on availability, thank you for your patience in the meantime! If we have any more information from them we’ll update you here.

Hello,please I want to cancel the wifi subscription as I earlier requested..I can’t wait for over 2 weeks for what am being charged..Please I want it cancelled immediately so I can return your modem and router..Thanks:

Ok ​@Michaelsss, the internet team confirmed they will proceed with the cancellation. You will receive an email once done, you can then return the equipment following the instructions here.